DHL Express · 3 days ago
Director, Customs Customer Support
Erlanger, KY
Full-time
Onsite
Director/ExecutiveDHL Express is a leading Delivery and Logistics Company recognized for its workplace culture. The Director, Customs Customer Support will lead the Customs Support function, ensuring alignment with commercial objectives and regulatory requirements while providing exceptional support to stakeholders.
Freight ServiceLogisticsSupply Chain ManagementTransportation
Responsibilities
Support the Customer Operations Group (COG) & Commercial Teams on major Customs-related queries, negotiations, and escalations. Escalations supported within agreed timeline
Support the Tender Team on answering RFI/RFQ questionnaires and proposals negotiations. RFQs/RFIs supported within agreed timeline
Support the GBS Legal Team on Contract Reviews & Negotiations (of contracts with Customs clauses). Contracts Reviews supported within agreed timeline
Support the Communication of Upcoming Regulatory Changes to Customers via COG/Commercial. Communications supported within agreed timeline
Support the design of Customs’ Customer-Specific Solutions in line with the DHL Express standards, operational capabilities & regulatory framework. Customer Specific Solutions support within timeline
Monitor deployment of Major Customer’s Corrective and Preventive Actions (CAPA) to address Customs-related issues. Corrective and Preventive Actions (CAPA) supported
Manage Customs-related billing disputes and ensure timely & high-quality responses are provided via the country’s agreed process (e.g., via GWEB) Turn-Around Time (TAT) of Customs-related Billing Disputes
Monitor the Voice of the Customer (VOC) to identify areas of improvement in terms of DHL Express Customs services, portfolio & systems. Voice of the Customer Assessment completed
Monitor the Competitive Landscape (UPS/FedEx/Other Players) with regards to Customs Services to identify potential areas of improvement. Competitors’ Assessments completed within agreed timeline
Qualification
Required
Active U.S. Customs Licensed Broker certification required
Demonstrated expertise in customs compliance, import/export regulations and classification, including Customer Support related to Customs & Trade Compliance
Understanding of the Express Logistics business required
Understanding of customer requirements related to Customs & Trade Compliance
Experience on developing & implementing Customs & Trade Compliance solutions to customers
Strong customer centricity & understanding of DHL Express operational capabilities/limitations
Ability to empower Internal DHL Stakeholders regarding what DHL ‘can'/'cannot' offer to Customers
Ability to negotiate & influence Customers towards compliant DHL Express solutions/capabilities, avoiding solutions that bring unacceptable liability, is illegal, unpractical, or not possible for DHL Express to execute
Ability to work effectively under pressure in a time-sensitive environment
Good Communication & Networking skills
High integrity and consistently high performance
Benefits
Competitive Pay
Bonus/Incentive Programs
Retirement Savings – 401K with company match
MyShares – Voluntary plan to buy discounted company shares
Medical, Dental, Vision, well-being programs
Tuition Reimbursement
Generous Paid Time Off – Starting at 4 Weeks (PT/FT)
Paid Leave
Employee Discount Program
Employee Assistance & Work Life Program
Outstanding training opportunities
Company
DHL Express
Leading the way in international logistics across an unparalleled network of 220 countries and territories.
Founded in 1969Mascot, New South Wales, AUS
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Joakim E Thrane
CEO Central & South America - Americas Region Board Member
Richard Saavedra
Chief Executive Officer
Recent News
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